How do I return an item?
We want you to be happy with your spa products! Customer satisfaction is very important to us so we extend a generous return policy to accommodate your returns as best we can. For most items*, if you are unsatisfied with your purchase for any reason, Michele Pelafas, Inc. will be happy to process a return for you. Some items may be subject to a restocking fee. All custom made orders are non-refundable. Before returning an item, please contact Michele Pelafas, Inc to obtain return instructions.
Items must be unused and unassembled, in their original condition, and in their original packaging, complete with all tags, instructions, and insert. Unless otherwise specified, all returns must be shipped back using the same method it was shipped (UPS, FedEx, Freight, White Glove, etc.). Michele Pelafas, Inc will provide you with detailed shipping instructions, including where to ship the items. If you are uncertain about any of the return details, please email us. (*Exceptions are products that are custom made, including custom cabinetry and furniture items).
The return must be post-marked within 14 days of receiving the item. If the return is not due to damaged merchandise, you will be responsible for the shipping cost back to Michele Pelafas, Inc or the manufacturer. Please note that for items that include free shipping, customers will be responsible for round-trip shipping costs for any returns that are not damaged or incorrect.
We take great care to pack shipments so that they will arrive safely. You may have to provide supplementary packing materials if the outer carton has been worn during the original trip out to you. If you are returning the item, please ship with a carrier that provides tracking numbers and request insurance to ensure safe return. All items must be received in new condition to fully credit you for the return or exchange. Michele Pelafas, Inc. cannot accept collect deliveries (COD's).
Credit card orders will receive refunds in the form of a credit to your credit card. Orders paid by check will receive a check. Once we receive your return, please allow 2 weeks for processing. You will be refunded the full purchase price, including tax. Some of our products are offered with free shipping. Please be aware that if you return one of these products, our outbound shipping costs to your shipping address will be deducted from your return refund. For items shipping outside the Continental US, customers will be responsible for round-trip shipping costs on returns that are not damaged or incorrect.
What if my order is incorrect, defective or damaged?
If you have received an item that has been damaged during shipment, please contact Michele Pelafas immediately. Photos are often required and always suggested.
Be sure to inspect all packages for damage before signing for the package. If damage is visible, reject the shipment, be sure the driver notes the damage and contact Michele Pelafas, Inc as soon as possible. We will file a damage claim with the shipper, pick up the damaged item or ship a replacement or replacement parts as soon as possible. If the item(s) sent was incorrect, or defective, please contact Michele Pelafas, Inc. by phone or email immediately. Please do not send back these items prior to contacting Michele Pelafas, Inc.
If you have received a damaged product that can be remedied with replacement parts and choose to return an item rather than accept replacement parts, you will be refunded the amount of your order less all return shipping charges. *Please note that restocking fees apply to some products.